Satisfied and kind clients or customers are often one of the best rewards for what we do, but also the folk "hundreds of people, hundreds of temper" are also here.

All entrepreneurs and owners of a small or medium-sized business certainly have those clients who are most likely to run away when they see them, whether they admit it or not. There are people who are full of negative energies or they are never happy, people who find fault with everything, without a real basis, people who are late to pay, provoke, push the borders ...

But that does not mean you should, on the negative, react negatively. At the end of the day, both these situations and clients are part of the job. The secret is to learn to deal with them in the best possible way while preserving common sense.

Believe it or not, some of them you will even gain so that they become a good ally! For today, we have prepared several tips to help you with that.

Speak precisely, carefully select words and clarify possible concerns

Most conflicting situations are misunderstandings that could have been prevented. And in this case, prevention is the best solution. In order to avoid potential conflicts, it is important to clearly define from the very beginning what and how a client can expect, with as concrete and measurable examples as possible.

Of course, in cases of unsatisfied customers without a baseline, it will not help much by explaining what they can expect, but it will be a good way to get rid of the charges.

Although it is not necessary to deepen the debate, it is good to know that you have had a concrete and precise agreement that you have fulfilled, and that is why your position in the given situation is better.

Finally, carefully select words and, as far as kindness is concerned, your job is to be kind and professional, no matter how customers may be non-cultural or offensive.

Accept their perspective

In confrontational situations, the discussion only drains oil on the fire, and we are all aware of it. On the other hand, sometimes the arrangement may have the same effect.

For example, if a client basically complains about the service provided, it's not worth discussing overly who is in charge. Likewise, we can not even confirm unfounded criticism, because it can further deepen the conflict situation, and also give them a wind in the back.

It is best to accept the perspective of the client and show that we have heard them: "I understand, and I'm sorry to feel that way ..." or "I understand, and I'm sorry that you think ..." is a good introduction. By this, we accepted their view of the situation, respected them, but we did not give legitimacy to ungrounded claims, nor did we deepen the strife.

The next step is to try to focus on the solution. Offer a compromise and focus on what you can change, not to what happened or to the discussion itself.

If you have made a mistake, accept responsibility, excuse yourself and offer a solution

We all have occasion to make some kind of failure. On the other hand, this is not an excuse, nor do our clients want to know if we had a bad day or we are tired, so we made a mistake. The client expects a certain service, and it is our job to fulfill these expectations.

In situations where we made a mistake, we should immediately apologize and accept responsibility, but also offer a solution or some form of compensation. For example, if the delivery is late, we can give the customer a dessert. If we were late or made a mistake in the term, we can provide it for free.

A small sign of attention can often reverse the negative situation, and also from the negative, to make a positive impression.

In the end, do not forget ...

At the end of the day, we are all people. Everybody finds a bad day or a yellow minute, everyone sometimes misses, everyone gets to be sharper than it might need to be...

It is important that we try to get the most we can from the negative situations, and often, if you play your cards well, you will even gain upon challenging or "troubled" customers.

Behind every "troubled" client is the person who wants to be heard and respect it, many times it may happen that a "troubled" client becomes your true ally. If you do not manage to turn the situation around, that's fine. In some situations, however, it is best to discontinue cooperation.